Erica Wade
Columbus,GA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
Work History
Computer Programmer Analyst
Total Systems Services, TSYS
03.1998 - 01.2003
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
- Updated documentation with project deviations to capture changes.
- Stress-tested server code to validate code changes.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
Call Center Representative/QA/Trainer
Lincoln Marketing (TSYS - Total Systems)
06.1996 - 01.1998
- Engaged in learning and development opportunities to promote continued performance improvement.
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Processed debit card, credit card, and electronic check payments.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained accurate and current customer account data with digital information updates.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recorded actions taken, issues resolved, and sale information to effectively manage customer accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Education
Associate Of Applied Science - Computer Science
Columbus State University
Columbus, GA06.1998
Skills
- Verbal and Written Communication
- Data Storage and Retrieval
- User Interface Development
- Code Analysis and Development
- Analytical Thinking and Problem Solving
- Teamwork and Collaboration
- Time Management and Organization
- Software Documentation Control
- Strong Interpersonal and Communication Skills
- Software Testing and Validation
- Compiler Software
- Mainframe Operating Systems
- Microsoft Office
- End User Support
- Debugging and Troubleshooting
- Documentation Writing
- Code Review
- Attention to Detail
Timeline
Computer Programmer Analyst
Total Systems Services, TSYS
03.1998 - 01.2003
Call Center Representative/QA/Trainer
Lincoln Marketing (TSYS - Total Systems)
06.1996 - 01.1998
Associate Of Applied Science - Computer Science
Columbus State University
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